Transcript SPEAKER 1 SPEAKER 0 I see. Yeah, a lot of familiar faces. That's great. Um, this course will have a lot of industry, um, partner, come along. So I really request, uh, a very nice room so that we can we meet with industry partners? Uh, from week four to week 11, we will have people coming from all kinds of hotels. And I want you to work with them, not just to listen, not just a passive. Listen, I want you guys to work with them. That's why, um, our industry partners are, uh, selective. And I will discuss that later today. Um, this room is, uh, relatively big. Um, I also noticed a few students can't come, uh, like, haven't arrived yet because of a visa, So I'm not quite sure how many students we will have, but ideally, I want you guys to, at least, um, the students in in classroom can, uh, find your team members as soon as possible. because your assessment actually start from week four. so, um, I'm very I'm under pressure. Uh, all my courses, if some of the students know me, all my courses are work. Integrate learning. We always engage. A lot of industry partners, including one of your tutor, is also a full time hotel manager. She couldn't come because this is the first day for her to become a hotel manager in one property, just moving from, uh, Novotel to another property. But she will join us, uh, using Zoom. Say hello to everyone from next week. She will come along after her her work. So, um, I'm very excited to, uh, innovate this course. Uh, I'm not sure how you can perform for your assessment one, because we only have two big assessment. One is a mini industry for forum, and the other one is a take home assessment, uh, toward the end, um, during the exam week. So all the all the all the weeks, all the teams need to work together to prepare for, um a meaningful You. You want to design? No, no. You want to I want you to design you design you coordinate and deliver but I want you to have a better engagement with our industrial partners. Otherwise, um, it's a It's a shame. They a lot of time in the past years. They come, they they deliver 30 40 minutes presentation. Uh, only a few selected good students ask 2 to 3 questions, then they leave. I don't think that's that. That type of engagement is good enough. That's why I want you to fully prepare for the questions in advance. We will have a few teams work together each week. Um, and we sometimes can work on some of the topics Our hotel guests want to, um, uh, want you to work on. So, I will discuss that, um, today. And, uh, the course will be fast paced so quick I won't spend hours and hours talking about lecture contents. Uh, you will have, uh, textbooks you can borrow from library online or, um, the hard copies. Uh, I just, uh, pinpoint a few, um, keynotes key points so that you are familiar with some of the terms. Uh, but a lot of time. You also need to self-learn, uh, or work in teams. Uh, in your groups. Um and, um, three team Mem. Uh, teaching team members will work with you to go through, um, this semester. All right, so today we will talk about course schedule, course, introduction, and assessment. I don't I'm not sure if I I will, uh, scare you, but, um uh, my, um, discipline, Uh, we have, uh we have, uh a lot of the, uh, teachers, Uh, but when when they heard about my plan to have a meaning for them, they become excited, but also very, uh, worried about our student, Um, in terms of, uh, the quality, your communication, your teamwork. But I think if you can be supported by us, you you can deliver. Uh, and, uh, I will try to manage, uh, industry expectation as well, but I want you to build, um, strong connection with our industry partners. And I know a few hotel brands through these courses. Ideally, if you can find some intern jobs, uh, toward the end. That's great. Because I will always have students from my former, uh, courses. They they find intern or even jobs after this type. Of course. Um so during the whole semester, you will see my tutor one, industry, Uh, tutor, uh, was my former student. Graduated a few years, uh, spent a few years, especially during covid get promoted very quickly. You will also, um, um, be able to meet another gentleman. My former student, Jerry. Uh, very, very excellent. I he worked with me, uh, two years ago as a tutor. Um, he has been promoted quickly. Worked at Sofitel Brisbane for a while, then now worked in, um, Indigo IHG as assistant front office manager. He he will also come along and together with the guests, we we will, um, invite, uh, including the general manager from Novotel Brisbane, South Bank. So, um, I hope you get excited about this course. Uh, don't worry about too much about the theories. Uh, you you can learn. You can search. You can do teamwork. But more importantly, I want you to work on problems. They have, uh you, uh, work together with the with the the industry, um, to find some solution, or at least identify why that happened, how we can make it. Um um, solved partially. And during this learning process, you can learn a little bit about hospitality operations. So, uh, although we have we aim very high. We have high goal. Um, this actually is a foundation course for our hospitality discipline. Um, so we have four special subjects related to hospitality. 7050. Some of you may take that, um, in the past, it's about FNB design. And, um, our course sit as the second, um, more related to hospitality operations. The hospitality is not only about the hotel, it can include many other sector, depending on what type of guests I can invite in the past. I also invite my students, uh, former students from cruise ship, but, uh uh, during covid, she, um uh, quit and, um, find other sector to to work with, Um uh, but I can always find a few people to talk about the hospital hospitality sector. Um, go beyond hotels. So, uh, let's say club or, um uh, caravan parks. Uh, eco lodge. Uh, these are not part of the hotels definition, but they are related to accommodation. And also, uh, casino. I'm not I won't cover that because you have one course called, uh, Global Hotel Resort and casino management delivered by Andy Lee. So, um, he will talk about the gambling and casino. I won't cover that. And then, um uh, Nikki's course, Uh, service leadership in hospitality. I'm sure this this course delivered this semester as well on friday or Thursday, right? Yeah. OK, so, um, I hope you can learn, uh, something related to hospitality. I know this sector has big challenge during COVID, but, um, now, uh, it's it's in the process of recovering, and I can see a lot of opportunities. That's why I want to invite my former students who are alumni of us. Um, um, hopefully the last session will be a panel speaker, uh, from, um, overseas. Uh, um, uh, so so that they can share their current job. Um, as well as the career progress. This is my teaching team. I have. And, um and, um uh, she's currently, uh, so last week, she she is still with, um Novotel Brisbane, South Bank. Um, now, today is the first day she moves to, uh, quest Kevin Grove as a, um uh, hotel manager. And I also have Lorna. Uh, here, Lorna, Uh, is my PhD student. Um, So these two lovely girls will Will, working with me, uh, to support you The aim of this course is trying to prepare you. Maybe not physically or practically because it's hard but prepare you in terms of, uh, thinking in terms of, uh, uh, some, uh, sort of knowledge, uh, for your career with the international hospitality industry. And I know the main hotel department, um, or have a chance to talk to people who are from these hotel departments. So we, uh, on the co schedule the seminar schedule you you can see each week we will focus on one department, but that is just the the plan. But during the your mini forum, uh, the hotel guests, we won't do that. Uh, very, uh, let's say separately. A lot of the issue. A lot of the talk, a lot of topics you would design with them won't be only applied for one sector, um, or department. Sometimes they across different departments. Uh, and we will also cover some of the responsibility of the hotel. Uh, general manager. So can across different department. But we will make sure we cover most of the crucial department in a hotel. A property. That's why I have this, um the the the the image you will see at the bottom. Next week, we will talk about the lodging. Uh, industry, lodging. The term is more, um, from, uh, American term. But it's the hospitality or accommodation industry. So we will, uh, discuss, uh, broadly about the lodging industry next week. Uh, then the the the department FNB um, front office, housekeeping engineering. SEC security is more a core operations in a hotel property. Uh, we will also invite people from HR sales and marketing and finance to talk about These are more support operations to support a core operation of a hotel who deal with customer service selling, actually selling your room like each room. Um, and we will also talk Talk about, uh, executive and NGM what they are interested in and your mini forum. The topic. We related to their, uh, interests. So one, topic, um, related to hotel general manager. Um, we've already talked to a few, but, uh, the the the top one. We want what we want to have. At least the two teams working on that session and the Novotel um Brisbane, South Bank, The hotel manager want us to look at more strategic management for hotel for that hotel post covid so post covid hotels have a lot of new challenges. Uh, new opportunities. Um, how are we going to help them? To develop the vision. And, uh, with the new, uh, let's say opportunities in terms of technology, Um, the the use of a I and and many other things how we can help them to develop the vision. Um, and you are very young. You are future, uh, consumers. So your ideas will help them to, um, find some clue. And that's why they are very keen to work with us. And, uh, we also, uh, the first couple of teams will work on the the marketing. Um, so we will have one, digital Ma digital marketing manager, um, and will give us topic very soon. So on week four, the topics related to hotel marketing. So, um, I hope all our students can work hard on the teamwork because, um, during the whole process, it's a team based learning. Yes, there are some potential difficulties in terms of running teams, conflicts, communication, But that's the reality of the workplace. You need to work in teams and we will run two activities today, so help you to learn with each other. If you If some of you are quite new or haven't known, uh, with each other, we we will have two activities to, uh, just to try to understand better about your experience. Your, um um the per not necessary personality, but but your potential role in the team and help us to organise teams quickly. So that is the schedule. Um, the first three weeks more related to, um, the learning, Um, get more familiar with the hotels. Um um the the accommodation sector. Um, but each week we the teaching team will work with you to be prepared for the forum. Start from week 4 to 11. Uh, not not this 11, actually, 12, because, uh, Week 11 is public holiday. So eight weeks, um, this we designed because of the enrol. Initially, we thought we only need seven or 7 to 8 teams. So, uh, each week we we can only have one teams, but because the enrollment, uh, jumped a lot, uh, we, um, need to have two teams work together for each week, so we probably need 16 teams. Um, for today you need to consider to pick up 5 to 6 team members to work. Work together. OK, we won't have exam. Uh, I'll let just let you to write, uh, open book, take home assessment. Uh, but the requirement. I know it's easier for you because I've heard, uh, feedback from our foundation course coordinators. Our students hate exam, Uh, especially the, uh, the close book exam. I understand because you get the use of, uh, using, uh, a I or some other platform to help you to develop assessment. I did have some issue last semester. Uh, students, uh, uh, used, um the A I, um in a, uh, not appro appropriate way. Uh, so fail in the in the course, But, um, I hope you guys, uh, take good advantage of, uh, open book. Take home, uh, assessment. I want you to come along every week because I hope my take home assessment the topics related to each week if you can't come along, Yes. You can use a I to help you to generate some ideas or develop some writing for you. But I want to read the essay or reflection that you really understand that some of the topics we discussed each week especially, um some of the thing developed, um, with our industrial partners, their concerns, their worries, um, in terms of the challenge and how our students tackle those problems and work on that. So I hope everyone can come along. And I, uh yeah, I. I want our students to self motivated to participate in the seminars. I know the time of this week of this semester is not that good. It's It's a 4 to 7 p.m. and I. I just finished my early dinner. Uh, it's not, uh, um uh, student friendly or staff friendly time. But this time, I also accept it because we can have more industrial partners come along. They they can come after their work. Um, so some of them they, um they said, um, actually, the time, um um is not that bad. So let's be adaptable to the bad. Um, schedule for for this, um, course, uh, as I mentioned, uh, we will invite people, um, mostly from Brisbane so that they can come in person. Uh, they can talk to you directly, and you can ask questions, and sometimes you can get their contact detail sometimes. Not all, um and, uh, build some uh, connection. It's good for you, Really good for you to have some connection with industry. I know most of our students are international students. It's crucial industry engagement, network connection and the people who can sponsor, like, sponsor you or recommend you. Sometimes it's more important than a seven in course. And to be honest, that's why I really push my development of the all the course become work, integrate learning because I understand all the international students need that you need some some recognition from industry, at least some photos with them. Or you can claim you work on some industry topics. Um, here you have You worked with a few people, real industry people rather than academics. Um, when you go to your workplace, your connection with real industry people is more far more important than you know, a professor here. So, um, I hope you can take advantage of those engagement. We try very best to invite people. It's not easy. All the co ordination, all the time management and sometimes the the emergency like management. Uh, because they are very busy, participate in courses like this is not their priority, but why they come along because they also want to know some ideas from industry, uh, from students and also want to connect with young people. Um, and, uh, help with our programme. So I want you to make a good use of those connection. They probably can be your future employer, OK, And even maybe not in Brisbane one day. You can use this experience to find a job in in China or in, uh, Sodi or some other in Indian, uh, other country, your home country, because that's what happened in the past. I have so many students find the job through LinkedIn and because they mentioned I have internship here. I have, uh I have worked on industry projects with a particular, um, industry, Let's say government or, uh, hotels, especially big brands that will help you to improve your employability. So we will. Um uh, I this is just some of the plan. Uh, it depends on their availability. Sometimes the the hotel manager can't be available on uncertain time, even the schedule with us, Uh, but of other because of, uh, due to other work commitment. But, uh, we now we have a few people from, uh, especially from Novotel. because of, uh, uh, Andrew's, um, commitment. And I met with the hotel manager in the past, Uh, he's from, uh, he's French. So, um uh, and very, uh, keen to work with, uh, young students. So we we will have a few come from Novotel. Um, And the sofa, they under the same brand. What's the brand? The same brand of a software And Novotel? Yeah, a cool. So, um, in the past, uh, this course also have a summer summer course. Uh, I'm not sure if, uh, schools still deliver that during the summer course intensive course, uh, across 2 to 3 weeks. Uh, in the past, we organised the seminar, um, with a core group. So students are able to, uh, welcome people from all the hotels from a call. So from high end Sot hotel to the middle, uh, range of novotel, Um, And to I BS uh, and, uh uh, uh, um, different brands. Um, but you will know. Um, I didn't mention about, uh uh, IIHG. Uh, but, um, uh, Jerry will come from IHG indigo. Um, and, uh, Hilton, uh, human resource manager is always very keen to join us. Um, I hope I can confirm the time with an Andrew from Hilton as well. And the Brisbane Marriott. Um, we worked with them for a while. Um uh, but now, because there are so many other properties, uh, come along. Let's see, uh, and, uh, um, I hope you can, uh, have a chance to talk to people from, uh, different properties. Know their culture, brand branding and activities and problems. If you want to, uh, send, uh, the teaching team, Uh, your, uh, inquiries, uh, or something related to the course. Make sure you have, uh, the the course code in your subject because we don't want to waste the time to ask you again. WW which course you are from, uh um and and so on. So make sure you have your course co course code. Uh, not necessary, student ID. But, uh, a lot of time you can have the the issue or, um, the very short term related to to the problem in the subject line. Save time in your work, and I later on, we will discuss your work experience. But, uh, if some students have already had work experience, you will know managing tasks. Uh, managing teamwork and also the communication, um, style really important to improve pro pro productivity. We don't want to waste the time to repeat, um, something again, Again. So, uh, if you make us easier, uh, it it will also make your, um, your work or your, uh um things easier to to be solved. OK, so, uh, but I'm not a fan of an answering all the questions in email. It's waste of time sometimes. So I want our students to talk to me directly during the, uh, course time. We will have consultation time every week that that is more efficient to talk to us. Otherwise, uh, I can't understand your question. Then I answer in a wrong direction. That's waste of time. Uh, so, um, talk to us directly. And also be aware of Andrew's, uh, work commitment. Uh, she is a full time worker as a manager. Very, very busy. Um, so sometimes we can rely on Lorna to answer your question related to the blackboard or, um, the coordinations of the teamwork, those kind of thing more. Let's say, external industry related questions we can ask and, um so try to differentiate their role and make yourself easier. Uh, yeah. OK. Do you have any questions So far? Not yet. OK, good. Where's the clock? Oh, clock here. Textbook. So, um, there are so many different textbooks related to hotel operations. And these two, I highly recommend you to quickly scan if you can, um, for for your learning. But we won't rely on one or two books for, um, this course if you work on some of the hotel problems and try to identify the issue related to that, you definitely need to work search broadly rather than the the textbooks. A textbook. Uh, the good thing is, they have definition. They give you some insights so that you can learn a subject and and understand a few key terms. And the key? Um uh, let's say even very basic in revenue management. Some of the term related to occupation Occupancy rate, uh, ra pa, those kind of things you probably need need to search and read a few chapters. Um, but it's not essential for you to buy it. You can you can borrow from a library. Um, as I said, we will have weekly seminar highlights in the very beginning, delivered by me then, uh, from week four, we will have a mini forum. We will have student presentation. Two teams, student presentation first, Each team has 5, uh, 10 minutes to present on a topic. We we will develop the topic together, and then we will have guests come to talk about the issue. If they have more time to be with us, they they can listen to your presentation. Uh, depending on their availability, if they only have, uh, 30 40 minutes, we will welcome them for their guest to talk. And we will ask, uh, the student teams, maybe another one or 22 teams to to prepare fully, prepare for the questions you can ask for not only the students present, but also the industry guests at the talk. We will have more discussion about that later then. Um, in week two, we'll have a case study, Um, just to let you to, uh, get more familiar with with a few topics. And each week we will have assessment Q and A. Or we can call teamwork consultation because the assessment 50% is about the mini forum, 10%. Uh, from that 50% is your individual performance P a evaluation. I'll take more look at the, um, P a evaluation and, uh, discuss that later. So now you don't need to worry about take home essay yet. Um, the only thing you need to remember is all the essay question from each week's discussion, Like the the forum, but the forum. Some of the topics based on the foundation learning. But this is a 50% during the exam. Week one, um, you will have 24 hours to work on that. We will discuss the topic at the end. Um, maybe week 30. Because I have no idea about that yet, but need to be more dynamic. And I want to deliver based on what we've talked during the semester. And now the only thing you need to worry about is this. 50% about a forum. Um, we probably don't have a lot of the writing during the semester for this. Um, uh, for this course, uh, it's more about presentation. Question like QQ and a listen. And to the industry, um, uh, guests and all the design. You can have your own design about the forum so more flexible just to try to better engage the guests, so it's more more. Um uh, interesting to see what you want to design. In terms of four, you can have a debate. Two teams have debate. Let's see. Um, but but, uh, you you just put efforts on this 50% at this stage. Uh, and, uh, I know you have many other assessment from other 32 to 3 other courses. Um, So if you can prepare this form, then just enjoy the whole process. Um, of the of the engagement. All right, So, uh, now I want to know more about our students. I have a few, um, sticky note here. So, Lorna, I will help me to distribute to you. Uh, I, I only want you to write down your name. Your, um your your full name that we can, um, probably identify easily. Uh, because we want to, uh, know, know more about your in terms of your, uh, communication. Uh, and, uh, so on. So let's see. Oh, before we move on, uh, do you have any questions related to assessment? It's quite open right now. Um, I don't have a like a one fit oil. Um um template for you guys, But But the only thing I can say is, um, the the the com com compulsory component is student presentation, plus industry guests talk, uh, plus Q and a so your Q and A and you need to develop question, we will work with you. Um, but we also want you to, um, have more engaging questions to be, um, prepared. And once the guests, um, talk something is, um, beyond what you expect or design, you are able to ask follow up questions and and so on. We will, uh, provide the marking sheet those kind of thing later. Um, I will put on the blackboard, but but But at at the moment, you can, like, have a, um, a more open to to some of the forum. You by yourself. You want to have, uh, and how you can better engage industry industry guests. OK, so no questions. SPEAKER 1 Yeah, we can talk about that later. SPEAKER 0 All right, let's do the first activity. I know here are so many different hotel brands. I can't I can't remember all of them. Uh, and and every year new brands are developed, sometimes brand some some brands, they disappear. But can you describe? This is more personal. OK, can you describe your experience working or have internship with a hotel brand? And what insights did you gain from that relationship? I know some of the students may not have that work experience, but we want to first identify whether or not some of the students have work experience. No pressure. But we want to identify. Some students have work experience, and they probably can be the the team leader, or at least, uh, play an important role in those teams because I don't want all the teams have no idea about hotel and then work on the industry forum. Uh, but But if you don't have a very particular work experience, you can think about whether you have, like, in the past during your bachelor degree, whether or not you work on a hotel related projects or have any interaction with the hotel with hotels in your home country. Uh, some may have three months or even two months during your summer vacation of the internship. Um, that's totally fine. So, uh, maybe, um, we can distribute the the note first. Let them to at least write on write on the paper about your name. Uh, and, uh, you think about any hotel brands, You have interaction or you own a hotel. Your your your family own the hotel. Even it's not a big one. could be a small boutique hotel. Or, uh, your you You change your your your own property into accommodation in your hometown. All these type of thing relevant. OK, anything related to accommodation? Accommodation sector has hotel resorts Caravan Park. Uh, what else? Uh, B and B. Um so, uh, bed, bed and breakfast. Uh, motel and all kinds of accommodation. Uh, experience. OK, so write down on the paper. Just write down your name. Just write down your name. So once you, I'll invite you to, uh I will invite you to share, and then we will collect the name. Just write down your name, and then start to think about the experience, work, experience, or project experience, or you've had something related to the to the hotel. OK, five minutes. Um, So you've heard some of the talk from OK? Yeah. You can You can Yeah. I can invite you to discuss what? What particular? What insights you gain from the relationship if you interview people. Yeah. If you don't have a work experience, then that also count. Yeah, that's OK. That's OK. This is just an example. We have thousands of hotel brands. That's OK. Yeah. OK, so just to think about that on the on the, um, note, uh, sticky note is just just your name. You don't write on that. Just your name. So think about what you want to share with us. Work, experience, intern, project interview or you've had, uh you have some in your bachelor degree. You have had some guest speaker from hotel. Then think about what you learned. What? What, what? What what things you want to share with us about that relationship. If somebody own or operate in a hotel, that meant that's even better. I know a few students. You, your family may may own a little, uh, property or boutique. That's OK to share a few minutes. SPEAKER 1 Oh, you know, like one. SPEAKER 0 OK, who want to be the first to share with us? SPEAKER 1 Who who have who have had work experience in a SPEAKER 0 hotel in the past? Yeah, Ok. Can you give me your name? The the tag, the because I want to put on? Yeah, OK, I have to uh OK, I'll put here SPEAKER 1 You got Oh, I'll give you the microphone. I hope to meet you again. SPEAKER 0 Here, all of you. SPEAKER 1 OK, all right. SPEAKER 0 Can't see that. So Di di Di di Ok, Digo want to share with us about his? Uh yeah, it works your work experience. OK, so what brand? What hotel? The name I've worked in several before. SPEAKER 2 So OK, name a few. OK, I worked in Corinthia. It's an European one. I work in Qatar there. OK, I work in a cruise ship and I work currently at the Ho Hotel in the Valley. SPEAKER 0 OK, that's a lot three at least. You name three? Um so pick up one. so like, let's say the longest one. Which one is the longest? Uh um uh, relationship with that company. Which one? SPEAKER 2 Well, the three of them have been, like just for one year and a half. Something like that. Yeah, OK, all of them. What they have in common is like they have, like, these guests like because normally I before that, I worked in just in F and B. But when you go to the hotel. You just realise that's like it has, like, this guest component and that there are several departments working together. Not just you. So actually, there are, like, many aspects because pro probably F and B. I'm I'm normally behind the bar. You have to work with housekeeping. You have to work with, um, maintenance. You have to work with, uh, front of house, just to make sure that the guest experience is like the best. And usually that's like that. Like that's That's a standard. That's a common thing among all the brands. Like Guest is like, crucial. A crucial thing. SPEAKER 0 The core, the guest, um, satisfaction that the whole service is related to guests needs. So you work, Um, pretty much about FNB in in the beginning, then you realise, uh, uh, FNBFNB means, uh, food and beverage. So, uh, also related to, um, the other departments, like, housekeeping or front office or other services? Uh, sector. And, uh, these all related to the guest experience? Right. OK, so that's the insight. Or like, a one component. You summarised. Uh, the guest. Um, Lorna, are we going to write just to write a few key key words there. So you can write FNB and guest, um, experience on on under the name FMB and the guest experience. OK, um, so do you want to lead a team? Uh, this time because of your, uh, relatively good, uh, work experience in the past? Uh, because we want to identify. At least a few people have work experience, but you definitely can, uh, have or select other other members. I I'll give. I'll let you to consider it. Uh, it's not compulsory, but you can you can consider SPEAKER 2 I've been leading, like, the team because I'm a bar manager right now, so I'm just leading, like, the bar team, like I work. SPEAKER 0 Yeah. Yeah, OK, But I'm in charge of the bar team, so Yeah, OK, but I'm talking about the project team for this course anyway. Um, uh, open for you. Um, thank you for for share. Um, can can you also tell me in your past experience, uh, what are what is the typical challenge you feel, uh, in terms of, uh uh, the operation in Could be the B team or FNB department or or whatever. Uh uh, is there any typical challenge that you come this programme because you have that question and you want to solve that. Or, um, have you noticed anything related to to the challenge? SPEAKER 2 Yeah, One of the one of the things we I have found out is like communication is like one thing that sometimes, uh, makes the team well, all the teams like, just struggle. And because FMB usually it's like, really multicultural. You have people from all around the world, so sometimes that even language cultural barrier can make this, um, communication to struggle a little bit. And when there is no communication, that's where, like, the operation and like every team effort will struggle. SPEAKER 0 OK, OK, added the communication as something Yeah, we just have a few keywords there because, um, all the student is sharing could be some tips or hints for us to develop our topics later on. Uh, and we want our students to share and be open to communicate. That's crucial for this course, because later on, if we have industry partner here and none of you want to talk to them or to open a dialogue, um, it's very embarrassing. Uh, and and you need to take those advantage or even sometimes in in class, you can practise your your communication. OK, so communication not only important in a hotel, but also in the the team that like the the the learning learning environment and definitely important, uh, for your future workplace. Um uh, Yeah. OK, thank you so much to be the first to to share. Uh, and you've touched a few things in terms of, uh uh, which department you worked with? Uh, I can't remember all the brands you mentioned, but it seems, uh, a few different. Um uh, brands, Uh, and, uh, you mentioned about the the the core is guest experience. Uh, the problem is related to communication. Excellent. Thank you so much for sharing who want to be the second. Ok, thank you. Thank you. Uh, who want to be the second to share, uh, about your your work experience or observation? Um, we have a few people who have experience in the past, right. Do you want to share? Don't. Don't be shy. Shy will kill your career in the future. You lost opportunities. OK, um thank you. SPEAKER 1 In this is, uh, ZZZ. SPEAKER 0 Ok, ciao. Um, mentioned about Marriott here, Ok? All right. Zia tell us about your work experience. SPEAKER 3 So I work in the mare like shred Hotel back in China. So its one of the hotel owned by marred? SPEAKER 0 Yeah. Where? In which city or which country? So China, China in T. SPEAKER 3 Ok, so I worked in like, uh, one month and a half, I think in food and beverages. SPEAKER 0 OK, food and beverage. F and B. And for 1.5 month, half is the internship. Internship? Internship. OK, so yeah. OK, so, um what What do you feel about the internship you enjoy or you dislike? You hate you. You don't want to go go back to the hotel again. What? What type of feeling you have? SPEAKER 3 It's pretty good. I really love the place. And, um, they have a lot of rules, but a lot of the rules, a lot of rules, different department. You have to contact with different department to get the same words. And yeah, you have to get a lot of communication with other because I work in the bakery and have to contact with the manager of the, uh upstairs. So culinary skills, like cooking stuffs and have to talk to the housekeeping manager to fill a lot of documents and make make sure the thing works together. Like like in one group. Yeah. So I really like that place. And, uh, the only problem is, uh, they change the menu every day just to every day, every day, but they just just some original stuff. They don't have a lot new designation. They're not open up to get it New food or new menu. I think that's so. SPEAKER 0 Can you explain that a little bit more why they change the menu so frequently? Because, uh, have you noticed, uh, some requirement for them to change menu? SPEAKER 3 Uh, I talked to the manager in the bakery department, so she told me she really want to change the menu to, like how to say that to, um, to follow the step of different hotels just not to buy cocks. So like to upgrade the menus a lot to get some food to, um, to make the customer satisfaction. OK, like, um, is it during a particular period now SPEAKER 0 really, like a covid? Covid is really special. During that time. The operation is very different. So it's after covid after the covid, but they they change menu frequently. That caused the problem for staff member training as well. Right? SPEAKER 3 Really? Don't get used to it. The new stuff, How to make it or OK, OK, SPEAKER 0 maybe just to write down the problem in terms of a menu change menu. Um, frequently, Um, is there any very, uh um let's say positive thing you want to share with us, uh, for your, um, past experience. SPEAKER 3 Yeah, it's a lot like the relationship and the rules. It's really, um what do you mean, the rule? SPEAKER 0 The relationship? I can understand the relationships with other coworkers colleagues. That's great, right? No discrimination? No. OK. SPEAKER 3 And the relationship with the customers are really good. 01 of the like like this is just the They have the different customer from different countries. So they they need to get more stuff to speak English so that they can understand. SPEAKER 0 So it's more international. Um, you have a lot of international customers and need staff member to use English more. They need more. OK, so what about the rules you mentioned? But they have a lot of rules and rules, but you said it's a positive. Why why you say that So I think regulations are SPEAKER 3 really good to manage and control the stuffs so they don't have to. They got a lot of mass and they know where to start, where to end. That's a good thing. SPEAKER 0 So probably that's more, um, the relationship more related to HR HR and HR. Uh, yeah, maybe write down the HR a good good HR. At least they they have good relationship. Um, from her, uh, intern, uh, experience. Ok, um, and do you want to work with Marriott again? Yes, definitely. OK, so that internship increase your your willingness to work with them again. OK, great. Thank you. Thank you for your sharing. Thanks. Who, uh, who want to share who? Who else want to share? Even it's not a work experience. You your let's say, uh, uh, special interaction with the hotel. We will definitely have one talk about the the interview or or some of the the other type of relationship. Um, but but, uh, is there anyone has, uh, the the work experience? Yeah. Can I have your name? SPEAKER 1 So But this, you know, you trend trend. SPEAKER 0 OK, OK, so, Trent, tell us about your work experience, SPEAKER 4 OK? So I spent like a month, half a month for working at Indigo Overseas Chinese town. It's you located at Shenzhen. OK, And which department are working on food and beverage? SPEAKER 0 Oh, OK. Food and beverage again, which means we can enter. Enter the food and beverage relatively easier than some other department. OK, good. SPEAKER 4 But the scene differently. Like, we are also working on the front office. Something like front office, because we have VIP guests check in, check out at the areas. So actually, my apartment is a VIP lounge and yeah, and we have happy hour. We have dinner. We have, like, afternoon tea. So, uh, I work at I found out the most difficult thing is like, uh, sometimes customer can be tricky like they can be. I don't know how how they act, but sometimes they can be rude, but we still have to, um, like, smelling and not try to even in our inside. SPEAKER 0 Oh, why you have that wrong behaviour to me. You still need to behave very well, serve them and meet their needs. Yeah, that's the hard part. SPEAKER 4 And for the previous to say like communications, I agree. Like communication like essential um, essential course for the food and beverage. Because we have to, uh, Cooper with our like, a team. We have to tell them someone need tea. Someone need, like, soda or anything else. Sometimes we make mistake, but that can, like, uh, hook the customers, and we have to try to make it right. That's kind of be quite challenges for working at food. And so communication again is a challenge. SPEAKER 0 And also, um, the way you describe is emotional labour. So, um, for the staff member who work in service sector, when if you study Niki service leadership course, we'll definitely talk about emotional labour. We we need to smile all the time, make sure our customers are happy. And that's a are very hard and need a lot of emotional commitment. So maybe you can also write on the emotional labour, uh, for for 11 month, right? It's an intern again. Yes, it's the intern. Yeah. OK, so, uh, what What do you feel about the IHG? Indigo belongs to IHG brand. What do you think about the brand itself? SPEAKER 4 Um, I think the brain is pretty, um, friendly. Like the stuff. It's like everyone treat them. So like they they are belongs to this hotel, whether you are intern, whether you are part time or some other workers. But they pretty much treat each other like friendly. I was like a family member. Yeah, I would say it feels like home. SPEAKER 0 So yeah, OK, great. That's a good experience because nowadays, particularly for young generation, it's really hard for them to feel the home feeling in the workplace. Um, and I think, uh, different to many other, um, type of, uh, employ employee employers. Hotels do, uh, treat that as their goal to be. Usually they say, Oh, we If we treat our employees good, then employees will treat our customers good. So still, can the HR still try very hard to accommodate, um, employee needs? Although, um, it's Yeah, it's it's a hard work in hospitality, and I find also some difference. SPEAKER 4 Like in HG Hotel. I don't know about other hotels, but, uh, in China, the hotel don't receive any tips, especially from the server. So in my past experience, so I receive a lot SPEAKER 0 of T. Yes, right, like some. SPEAKER 4 Sometimes they just give tips. Anyways, they just give you from international customer. SPEAKER 0 Yeah, Yeah. SPEAKER 4 They just give you 100 bills and say, Yeah, take it. I said I cannot take it. SPEAKER 0 Maybe because you serve them very well. They They feel very satisfied about your work. And you deserve that. Thank you. Trend to share your work experience. Excellent. Um, do we have other students? Oh, let's see. Thank you. Thanks for for sharing. Right. Do we have other students who have work experience in hotel or other type of accommodation? Yeah. Can you have your name? SPEAKER 5 OK, so I got three internship during my, uh, bachelor. So at the beginning, I was working for, uh, Moxi. I spent a month to learn bartending and the cocktail making right there. And after that, I got an internship at club Lounge for, uh, Renaissance. And that's, uh, actually, it's a, uh, apartment for front office. But we offer F and B service and, uh, check in checkout for those VIP. And after that, I moved to the intercontinental, also working for club. But what different is I got to teach some new stuff, let them know how to what to do and share some basic knowledge about, like, cocktail like, uh, eco drinking. And after that, I go back to school and finish my, uh, university. Then I got a full time job at a brand called and O, which is a lifestyle brand belong to group hire. And I work in there at, uh, reception and do some job like check in check out and some basic financial job. So, yeah, what is the, uh, most challenging thing is those for financial job. So if you want a little bit missing, that can be a big problem, because it's related to some system things like the opera season. So if you got, uh, like missing, you have to pay that rent. Pay that for yourself so that, you know, it's actually it's like the cash or system. But you need to do some basic financial job first, then this This problem will move to the financial apartment. SPEAKER 0 OK, so you touch the F and B front office, SPEAKER 5 so most of them are front office apartments. So yeah, good, um, finance and finance. SPEAKER 1 So because you work with different hotels or brands, what SPEAKER 0 is the similarity or common thing you found from? SPEAKER 5 Uh so the similarity is most of this brand use the system, the the opera system so we can easily handle the new job. Even you go to a different hotel. But like both of this brand is belong to Marriott. So it's quite easy to to move to another brand. And, uh, I think all those jobs for for internship is really pretty easy for the intern. SPEAKER 0 Very high expectation of the intern, um, is that some SPEAKER 1 difference among them give you a shock? SPEAKER 0 Or let's say the cultural differences or anything you feel they are. And I love these brands rather than the other brands because, yeah, I think the most different thing is I SPEAKER 5 have to do the night shift at the Hyatt. So it's really different most most of the time. Um, those job is really easy. But at night some people get drunk and they come here, and, uh, it's really hard to have conversation with them. And also more financial job at night shift. So that's what I got to learn. SPEAKER 6 Yes, you need to check, uh, all days received, Maybe SPEAKER 0 write down the, um the shift night shift as a, uh, a challenge for hotel jobs. Is there any other insights you want to share with us All these type of Do you want to go back to hotel? SPEAKER 5 I'm really with with you, even after you want to SPEAKER 0 work in conversation with the pass. A lot of thank you so much, Steven. Because a lot of students, all their family, like, especially parents lost. Um, let's say confidence, uh, for the hotel jobs they thought, Oh, during covid a lot of, uh um uh, a lot of the tourism, uh, jobs, Uh, they are, uh, not safe or not, uh, secure or are not stable, So a lot of parents will think Oh, maybe you go for go to find some other jobs, like in government or academics, like as a teacher. Uh, and, um uh, many other type of, uh um, or IT related those kind of jobs. So for the hotels, it's hard to recruit employees, even after covid. That's why a lot of my former students get promoted very quickly. Um, because of a lack of labour. Especially here. Um, but even in some of the, uh, um, country, uh, I can see some students from, uh, like, like as an asian country. Um, hotel jobs don't, Um receive, uh, a very high recognition from the society, Um, in terms of a night shift, in terms of a payment in terms of respect from other communities and so on. But if you really have passion, I hope our students can continue and keep the the the passion. Because I also receive, um, the reflection from, uh, our alumni, uh, hotels. Yes, A lot of a lot of times they have negative aspects in terms of a long hours. Uh, work, long working hours, low payment. But, uh, you also get chance to if it's in a very good hotel brand, you you get to experience very different, um, places you can move like mobility is very global. Uh, if it's a global brand, you can move along. If you if you don't think the family issue is an issue, like you don't have, like, a kids or or to look after, and then you need to stick in one city and you are able to move along, uh, in different places. So So a lot of the, uh, alumni of us, they they move in different cities, different country. I also have student, uh, work from like, um uh, some Asian countries then move to Middle East. Um, in Dubai and and many other places. It's great for young people to to gain experience. And the more global experience you have, the better you can get promoted in hotel. Um, we will discuss that later during the semester, but it's good you can have different experience in different brands, and, um, same as, uh, some some of them, um, account, like accounting students shared. Um, because I know a lot of, uh, Stu. International students will also study accounting and in, uh um, in Australia, there are four big, um, uh, bank uh uh, name, like, uh, Big Four. They also called Big Four. So for students study accounting or finance, Uh, after 10 years, you move along in the banking system here. You you spend a few years in one bank and the other 10 to 15 years later, you you come across all big banks because I have students study hospitality, then move on to bank. Uh, she is a, um, customer service advi advice in, um, I. I can't remember which which, uh, which, um, bank she is with but, uh across, uh uh, Multiple at least three banks in Australia, Like in Sydney. Uh, she is in Sydney, but, um uh is our, uh, MM, uh, student as well. So, um, same as the hotel. Um, a lot. A lot of, uh, even Angel and even Jerry, we will invite later on. They came along very different brands already. Um, so, um, it's important to know the operation system are quite similar if the the brands at a similar level. Definitely high end and low end. They have very different operations and the scale very different. But let's say if some of the brands let's say Marriott and Hilton, uh, Brisbane. They are very similar. They are competitors. Uh, I'm not I'm not sure if I will invite both manager from both ho hotel, um, to to here this time, But, uh uh, sometimes, um, our guests will talk about the competitors and maybe the competitor, um, is the guest speaker of last week. Then they they have, uh, a lot of, uh um, competition. But privately, a lot of them are friends. Good friends. Uh, so very interesting that you you can have transferable skills in this sector. And if you like, um develop into a certain level. You are free to move around easily. Uh, OK, thank you, ST Steven, uh, to, uh, Steve or Steven, uh, to to share your, uh, experience. Uh, very, uh, interesting to hear you come across multiple department and, uh, figure out some of the challenge. Um, and can can I invite other students? I know you want to probably talk about other interview. What you've got from that interview with a hotel manager is a hotel manager. SPEAKER 7 It can I have the thank you Talk about your SPEAKER 0 interview with the hotel manager? Yes, I just had a couple of years ago, I SPEAKER 7 had an interview in an intercontinental hotel in Al Khobar City in Saudi Arabia. Yes, it was. What is it about? It's for a student project. No, it's just for and I shift supervisor Assistant, are SPEAKER 0 you? So you want to apply for a job? OK, you apply for a job in Intercontinental Hotel in your home country, and it's a night night shift night SPEAKER 7 shift of super super assistant. SPEAKER 0 Was it successful? SPEAKER 7 It wasn't successful. SPEAKER 0 Successful, but what you've got from that interview. Well, of course I had some experience for applying to SPEAKER 7 another job. I had it in. SPEAKER 0 Yes. So has that particular interview to give you something that you you understand better about the the the position or the hotel or is there any learning? SPEAKER 7 Well, it was just one of my first interviews, so I had an experience how to do interviews with companies, and that's how I got work. Who interviewed you? SPEAKER 0 Is it the department head or HR? HR. OK, so what type of questions they ask you? SPEAKER 7 One of the toughest question was, Where do you see yourself in five years? SPEAKER 0 Wow, that's a very, very open question, but can identify somebody's passion or some of the your, uh, career plan. And so maybe everyone can think about what? What? What? What is your plan or what you want to achieve? You want to be in five years. OK, all right. That's a That's a very interesting uh uh, interaction with the with the with the hotel. OK, so maybe after the study here or after a while, you If you apply for that company later again, you will be better to communicate with them, tell more stories about yourself and sell yourself. SPEAKER 7 Yeah, and my answer was a student. That's where I see myself in five years. And here I am. SPEAKER 0 Yeah. OK, thank you. What's your name? SPEAKER 7 My name is Abdul Abu Abdul Hadi. SPEAKER 0 A AAA H Hadi Abdul Hadi. I just put here. Um although, um, that was not a successful interview, but every lesson count. I think every experience count. That's why I want to let our students know you only work on, Let's say, a student project on something here. You definitely need to take good use of those, uh, how to say that It's the chance to write a story about yourself. You need something to inspire yourself as well as your future employer. In terms of what you achieve through that experience, the the project you've done the the lesson, the interaction with our future. Um uh, industry guest you need to take sometimes. Take photo with them. You can if you really want to find a job. Especially those experienced students. Prepare your CV. Yeah, prepared sometimes. Just give them directly because I had one. not because I didn't teach this course last year due to some reason, But, um uh, for another course, I co ordinated uh, one student. Uh, let me to introduce to some Some, um, I think during that time is, uh, Emporium Hotel here, a boutique hotel and she got a night audit position. Um, just the inter because of the interaction with the, uh, front office manager we invited, um, during the call, uh, from emporium. So for the students who have had experience, you are a little bit advanced because they really recognise the the the the previous experience. No matter it's internship. Or, um, the the short term work experience that count you need to sell yourself. Yes. I have work experience in hotel, then all the interaction with the hotel brands. I hope you strategically think about that. Let's say go back to your, um um the the interview question. They have what you want to be in five years, but same. What brand you want to work with after your graduate after your graduation here? Is there? Is there any particular brand you really want to work with? Is Marriott or RHG again? Or many other hotel brands? You You thought, uh, that's prestigious and I really want to work in in those kind of a hotel you think about that? And some of our industry guests, Maybe they are not from that brand. Maybe they've worked in those brands in the past. Or they may move to that brand soon. And sometimes they know friends from there. So think about that. You need to treat these strategically. If you want to find a job in hotels, keep in mind. You can talk to us, talk to and, uh, or let us know. Um and we will see how we can help you to be better prepared for any opportunity that you can make impression for the industry partners you need to make impression. Otherwise, they won't remember you Then how to strategically find the opportunity to send your C VA lot of time for the big brand? Let's say a call, uh, soho or Novotel they need. Or Marriott. You need to submit your CV through their HR system. Even, uh, Hilton, um, but if they urgently need somebody, you can have that process run quickly. And if we have HR manager come along sometime, that's a faster track. Um, but no guarantee. You just need to think about your needs, your passion. I really want to hear somebody say I really want to work in hotel. That's a big sometimes a big ask. It's It's so hard for our students to continue their passion. After a while, working in hotel, I will introduce one girl to you later. I'm not sure if I can invite her, but if I can, I will always invite um, Lila, Um my former student. Um, now, uh, she work now she works, uh, in Hyatt Beijing. Uh, as a revenue management executive, Um uh, she studied this course in tw 20 2016. Uh, the first semester. Uh, she she studied this course. Then, uh, we have all the guests. And during that time, I have a big partnership with Marriott Brisbane Hotel. So all the hotel guests are from Marriott during that semester. She is very active. She studied hotel management during bachelor degree, have internship in. Um uh, I can't remember the the hotel, but in Beijing, Um, then during the the first semester, she was very active. And then, uh, talk to the guests directly after class and then find an intern F and B intern in Brisbane Marriott Hotel. Um, and the whole study, like one half years of MM. Um, degree, She works there part time, Like a ca casual, Um uh, position. When she graduated, she also did, um, uh, master by thesis. So the GPA, um, her GPA was, uh, uh high enough. So she during that time wants to do, uh, um PhD. And she studied master by thesis and work with me as a tutor. And, uh, I can't remember 2020 17 or 2018. I invite one, revenue manager from, um, uh, Marriott cluster. It's not a Brisbane hotel, but a cluster, Um uh, Lisa Cox, I think, uh, so she, as a tutor for me, talked to Lisa directly. Say, can I have, uh, an intern in revenue management? Because I'm FNB and I really want to take good use of my MA programme. I want to study revenue management. So after that semester, Lisa gave her six months of training of revenue management. Uh, and at the same time, she also struggled, uh, doing, um, applying for PhD and those kind of things. But, uh, after the six months of training, she received a, um uh, in invitation from, uh, Beijing. Marriott asked her to join them because of the training here, here at Brisbane. So then she said, Oh, let's pause the PhD study. So I will like, uh, farewell. Uh, with my, um, lovely student Laa Uh, she then joined, uh, Brisbane Marriott in 2018, I think 2017, 2018. Um Then after a while, she move, Move a lot around then, uh, drawing another hotel in Changsha, Uh, another city. Uh, and, um, a few years ago, I go back to, uh, hired, uh, so promoted, uh, slowly. But in revenue management, because during that time, we found, um, um, students need to differentiate your skill sets. You have analytic skills. You have master degree. Um, and, uh, if you also have passion in hotel, think about the next chapter. Probably go beyond FMB You You can consider some other, um, department HR is another place, and a lot of my former students work in marketing, sales and marketing. I'll see if I can invite a few of them, uh, in our final session of the panel speaker. So invite a few a few students who worked in, um, marketing HR or strategic management in a global, um, not global sorry, a corporate, uh, company. Um, but they they change jobs quickly, so I'm not sure if they're still there, but II, I hope you if you have some passion in services in hotels, um, you keep it. You continue working on that. It's really hard. Lila want to quit the job a few times and have long conversation with me, but she is still there, And she, um, becomes more and more important in her role. Um, so, working with multiple big brands, um, looking after the revenue management. So I'm I'm sure many of you can find your own direction. Um, sometimes not in hotel, but, uh, I think the tourism across different sector, uh, you you always can find, uh, a different opportunities. Uh, sometimes, uh, hotel sometimes, uh, tourism, Um, related, um, companies, uh, you never know, but especially those students have passion in hotel. I want you to to keep it and and continue, because hotels is a a very interesting place to to work with. And you can while we have guests. Um, later on, you will see they move. They move around all the time, but still in the hotel sector. Um, and It's It's very interesting place. All right. Um, I think we need to have a quick break. Um, and thank you so much for for those, uh, five students to share with us. Your your former experience, I hope, uh, you can invite more students to to share in the second activity. Um, and, um, let let me check if and can, uh, join us very soon. Let's have a break. SPEAKER 1 Come. Turns off. Uh, no, it was OK. So I wish you got this. The car. You you S AC. She How's it going? Excuse me? For how many minutes is still, um, five minutes. SPEAKER 0 Just go to the toilet and then come back here. SPEAKER 1 Mm. What you if you no trying to change that now, I I don't know how. SPEAKER 0 Hello, Angel. Can you hear me? SPEAKER 1 Hello? Because the last or just Hello? SPEAKER 0 Testing me? Yeah, I can hear you. Now. Can you hear me? Ok, uh, we we are having, uh, five minutes break. So once they come back, I'll then let you and Lona to introduce yourself. Ok, uh, maybe it's good to just, uh, to sh to check the the webcam sounds very dark, but There is no light here. Otherwise we just to use the room view. Um, just to check, Maybe in the future, Um, the the guest may want to use this. SPEAKER 1 Um, he looks nice. SPEAKER 0 Yes. How is the first day? SPEAKER 1 It's sorry. SPEAKER 0 I just accidentally turned off the monitor. I not come again. OK, um, maybe let's wait for a few more minutes, then once, once they come back, I'll let you to introduce. Um, So in the 1st 1.5 hours, we just quickly go through the course, and I invite a few students to share their former work experience in hotel five students or five students. Shared four students have had work experience in hotel. Most of them have only have an intern, Not a full time work. Yeah, so it sounds interesting. And, um, we will see how we can set up the groups today. Not sure that's the challenge. SPEAKER 8 Uh, we still have one more, um, to to deliver SPEAKER 0 in terms of, uh, let them to to, um, like, we mix them together. So we will do that. Uh um, after the second, like during the second session? OK, I Maybe you can mute you first. SPEAKER 1 Yeah. I don't like that, right? I don't think he realised he was suffering. I don't want tissue more than you. SPEAKER 0 So once Lorna, ask students to come back, we will start the second session. SPEAKER 1 The name is you too much because Andrew is waiting. SPEAKER 0 So how about we just start? If, you know, some other students haven't come back. Maybe message them. We will start. We will start in one minute, like all right. I noticed. It's dark outside. Um, OK, let's restart. We won't wait for those students. Yeah, let's see when they they'll come back anyway. So, um, the second session, uh, I first would like to introduce the team. Uh, first angel is here. Um, and, uh um, let us to see, uh, say hello to Angel. Can Can you hear me clearly? Yes, I can. Can you hear me? Yes. How about you introduce yourself to the students? We I think I'm not sure if you how clear you can see us, but, uh, a few. Yeah, a few tables. Um, how about you quickly introduce your background? Uh, I, I think I've already cover a few. Your your past experience in terms of the hotel. But you you may, um just, uh, talk about that by by yourself and yeah, sure. SPEAKER 8 Um so a few years ago, I I was also one of you. I graduated UQ in, um, hospitality management master programme in 2019. And I started to work full time in Australia in the hotel industry. And, um currently, I just left my previous job at Noma as a former business assistant manager. And today is my first day first shifts, Um, in the new hotel post hen grove as a hotel manager, I looking to the department One is sales and market, and the other department is Foreign Office. And, um, yes. And this semester, I will be one of the facilitator to assist Professor um, Doctor Wong, uh, with the course, and I'll try my best to get more insight about this industry in, um in Australia and especially in Brisbane with my experience here for the past 4.5 years. And yes, that that's all about me. SPEAKER 0 Benjo. Um so next week, you you will join us in person, right? Yeah. OK, so, uh, we haven't, um, organised the group. The group yet. Um, but I've introduced students that, uh, we will have mini industry forum, Uh, from week four. do you have some insights related to, uh, a few topics that we may work on that so students can start to think about that? Uh, we have last session. We have a few students discuss their work experience. And it seems, uh, four of them have FNB, um, intern, uh, experience And one, had, uh, uh, front office or or finance or, um, the the audit, um, intern a little bit. So it seems the majority of our students don't have work experience. That's OK, but can you share just some brief insights? Uh, our industry partner maybe will let us to work on something. SPEAKER 8 Yes. Um, for I think, on week four, it will be the marketing, um, digital marketing manager from the bank. I'm not too sure about the topic yet, but I can speak with her tomorrow. And once I get an update, I'll email it to you. So you can, um, let the students know that on week five it's gonna be the F and B manager from the house or either the restaurant manager from the west in the city. So they are all gonna talk about the topic of, um, how to, uh, make more avenue on the basis. Um, but in the meantime, we'll be, um, delivering a high quality service and also do a good job in the cost control. So that will be the top pick for week five. SPEAKER 0 How about, uh, the the the week 10 or, um, like a later stage in terms of the hotel manager? That topic the general manager of the bank, he's gonna SPEAKER 8 talk about, um the recovery of how how he reviewed the hotel was a challenge and was, um, what he take for the, uh, movement to review the whole hotel and make it successful and most guest service. Um, and OK, so any students who have interest in SPEAKER 0 these at least three topics you can think about that. So these are the potential topics in week 45, and 10. Um, we will definitely share more insights related to, um, the other department or the other ho hotel brands. Uh, once we we receive, um um, some of the thoughts from our, um, guest speakers later on, Um, so and, uh, Thank you very much to join us today. Do you have any other thing you want to let our students know? Um um, before you go back to to your work at the moment, if the student have any questions here. Ok, Any questions for Angel at this stage? No, not yet. Too early. OK, All right. So, uh, we will, um, see you around the next week. And we will welcome you, um, in person next week. Thank you. And thank you. See you. SPEAKER 1 Bye. Thank you. The canal. SPEAKER 0 All right. So, uh, next, I would, uh, invite Lorna to introduce herself, uh, before we move to the next decision. Lorna. SPEAKER 6 Hi, everyone. Um, um, my Chinese name is Lorna, And and you can call me just a Luna, so it's much easier to pronounce. And, um, I'm currently a second year PhD candidate, um, supervised by Professor Wang. And actually, I got a really short period of, um, internship experience in China in the hospitality industry, like, several years ago. And I worked, um, three months, uh, in the front, uh, front desk in Beijing and this, um IPO Hotel International Company. Uh, it's not like a really big brand of hotel, and they don't offer standard hotel like service. Uh, it's a company. Like they run. They run like, more than 100 hotel before the covid. And all of them are boutique hotel. And the one I worked, uh, before they only have, like, 20 more than 20 guys to Rome. Um, and they just like most of their guys are from international to. And but I don't know if they survive from the covid. So And after that, I just graduated from the Beijing International Studies University. So I think, um, it's a really famous, uh, tourism and hospitality school university in China. And then I studied in UQ in the urban planning, and then I come back to China and work as the tourism planner. So it's like an urban planner and tourism consultant in China for, like, several years. So, uh, I just developed, like, standard tourism attraction and, um, give some advice and suggestions for the local government to develop their like tourism industry. So if anyone like interest in tourism, um, industry I also I also could answer like some questions, and then I come back to UQ and, uh, start my PhD journey. So, um, I could like, uh, give you some advice from the theoretical perspective instead of some practical perspective in the hospitality industry. And that's all. SPEAKER 0 OK, I hope the teaching team has a good combination of both theory and practise. Um uh, And if you have any, uh, concern or things want to talk to us during the whole process, feel free to reach out to us. OK, so let's move on to the second session. Uh, just to have a very quick, um, discussion about the the hospitality sector. Um, we know in particular, um, covid has created, um, very, uh, different, um, environment. Now, for the tourism sector, um, it becomes a mixture of, uh, problems as well as, uh, the the consumer behaviours changes, uh, and and, uh, with the technology and also, um, opportunities. So I hope our students can find the hospitality. If not, uh, your passion work with, uh, But at least it's a good in, um context for you to let's say, um in other type of tourism businesses, you always need to consider the accommodation sector. Um, some of our students are working in the consulting, uh, space um, and, uh, accommodation Provide a very good return of investment. Um, definitely. It changes because of, uh, uh, the current, um, the very strict, um, the budget, uh, as well as the the financial, um, uncertainty. Uh, but still, it's a very interesting, uh, place for the big investment company to put money. Um, a lot of a big, uh uh, company. Like, uh uh, Blackstone and, uh, and so on. They they invest a lot of the properties. Uh um and, uh, the hotel brands we mentioned, They just manage those, uh, operate and manage those, um, brands, uh, or the the property. But they owned this property owned by, uh, a lot of, uh uh, companies or or rich, like Donald Trump. So have a lot of properties in the United States. Right? So hotels is a very good, um, business for people to consider. And the the core, as we mentioned, um, during the the sharing session, is the guest guest experience. Um, guests always change in terms of their psychological, physical and whatever social needs. Um, and, uh, not only covid, but also the new generation has a very different purchase. Um, needs purchase behaviour. um so that will create challenges for the the the traditional business model in hotels. And nowadays we need to look at all the trends and make sure we can meet customer needs. So the design of the hotel traditionally, uh, let's say people will consider the lobby need to be very big and light. And, um, uh looks very luxury. People will regard that as a luxury hotel. Nowadays, people think I want my own space. No matter. It's a small library in the lobby, you will see from Brisbane Marriott. They have a little library on the left hand of their lobby, so people want some separate space, Um, sometimes isolated space, sometimes more socially connected space. You can see some of the sofa beds connected with each other so people can talk to with each other. Um, in a a nice environment and also the technology change the whole design. People sometimes don't want to have human connection. They just want to play with their devices. Uh, no matter for the check in, check out or sometimes request the service. But on the other side, opposite side people want more human interaction. That's a debate in the hospitality? Um, space. So we in in the whole, um, the teaching journey is just want to know how we can serve customers better. How can we understand them better? It depends on different type of customers, right? You have different cultural background. You have different religion. When I visit, uh, Indonesia last month, this is the first time I have a close, um, experience with the Muslim. They need to have five prayers every day and during the Friday afternoon. The the the the communities, the people there, they need to have a very serious, uh uh, pray. And when some of us don't have religion, you couldn't fully understand their needs. But if you can have some of a better understanding of those religious needs, you sometimes can prepare a good pray space for them. A blanket. First time. I don't know what that blanket blanket for when I, um, uh, sitting in in the bedroom. But then I realised, Oh, this is for for Muslim, um, to to pray. And, um, there is many other different requirements for the praise. So the religious needs Have you considered that in your, um, hotels? Second, that's another important, um passion of my research is related to inclusive and accessible travel. Uh, so I work with, um, very different businesses nowadays. Or even the business. Uh, pre prepare training for the tour operators, including hotels, to be more accessible, accessible is easy to say, but very hard to accommodate. Uh, especially for people with disability. So, I, I noticed a few students here. Um, you work on some of the topics on accessibility, Um, in my another course in the past. And, um, this afternoon when I, um um took a bus, I noticed, um, from the southeast bus way. A lot of metro, uh uh, metro, um uh, in testing. And I noticed one, full of guests. Invited guests, um, in eight mile planes. Bus stop. And everybody look at one thing when they get off. They are guests, so it's still in testing, but they they took photos. They they, um um make, um made, uh, videos. I also have one while they take photos. It's about an accessible function of the metro. Um, the the the long bus, the long vehicle. So nowadays, when you get on the bus, you'll see the drivers need to, um put one, platform for, uh, the wheelchair users to to drive on the front of the the vehicle, right? It's the manually. They they need to put, uh, the board on the ground now for the metro. It's automatic. And I had one video. Um, but it's, um I don't have time to to put on this, But later on, when you have, um, the the chance to to, um, notice those metro vehicles you will see in the second gate, they will have a, um the board automatically open and extend for people who use wheelchairs to to get on the bus. Um, it's very nice, and I think that's a requirement for the Brisbane to be more accessible. Prepare for 2032 Olympic Games. And that will also be a requirement for many of our hotels here. If you want to welcome more guests, international guests, athletes or, um, their kids and many other people come come in this city, uh, within eight years and a lot of upgrades there. So so religious needs accessible needs in particular for the disability, but disability is just one example of inclusive care or service is provided by accommodation it also require us to take care of elderly like old people, right? They they, um the older we we are, the more requirement we we want in terms of our services and then also many other aspects related to the business in particular how to generate revenue more revenue and reduce cost. Uh, in, um, I think globally, um, the living cost become higher and higher. Uh, and, uh, in Australia, the labour cost is a big issue. So for all hoteliers who will come on board to share, I think they will talk about how to reduce cost, how to generate more revenue. That's always the typical challenge for them. And, uh um covid? Yes, Uh, definitely requires more hygiene. Um, but, uh, I think we also need to be aware of the new phenomenon in the service sector. So I think as a study context or as an investment, context hotel is very interesting for us. If you know more about it, not only the operations, but also, uh, some of the places you can help them to earn money and generate revenue reduced cost. Be more innovative. Uh, and, uh, be more inclusive. You will always find a lot of topics to work on, uh, or partner with so good for our students to, um to have a chance to to to be better, understand the ho Ho hospitality sector. As I said, hospitality is broad term. It not only involving accommodation, uh, let's say the hotel hotel, like, uh, um YH a or motel style boutique hotels, resorts, and and so on. But also, uh, related to F and B Um, restaurant, uh, hospital, uh, canteen, uh, as well as a casino club, cruise line and so on. So it's a very broad term. Uh, if you, um, have a good understanding of people's accommodation needs, you can also apply those skills in some of the medical sector. Let's say age, age, care, sector or, um, uh, hospital. Sometimes they recruit people from hospitality to work on that because they are service is related to food and bed. So, um, a lot of the transferable skills can be, um, um, applied in other sector. The core for hospitality or hotel operations is to sell the accommodation, sell the bed, But also you will look after many other, um uh the services in terms of Let's say the the the Golf Club if it's related to resorts or um uh, spa um Ma massage, uh, and many other services that can help you to generate revenue. Definitely a business more corporate hotel, Their goal and their the percentage of revenue, um, will be very different to a resort. Same, Let's say, Brisbane Marriott and Marriott, um Resort and Spa in Gold Coast. The revenue percentage of the F and B will be very different at a resort at the Gold Coast. Same they are. They belong to same company Marriott, but Gold Coast one. The resort. They have more percentage of the FNB because it's more a leisure context. You you'll have customers stay here for, like, longer. Uh, and they have multiple, um, restaurants and cafes and bars. More than a Brisbane Marriott hotel only have one, um, bar and one, restaurant. So the operation the the management style of these two very different property require different uh uh efforts in terms of, uh, the the the services and the products. That's why it's interesting to have multiple property come on board and to share with you about their insights. Hotels are commercial enterprises like many other businesses. So, um, the similarities, uh, here is, uh, more like service sector. They serve customers. They need to, um, uh, understand the consumer needs. And, um uh, requirement. They have distribution channel. Uh, hotel nowadays Have, uh, um multiple distribution channels like OT a play an important role. Um, nowadays, But in different countries, they have different, um, RT a S. Uh, and, uh, in China sea trip plays an important role. And in other places, like Booking.com or Expedia, those kind of things will, um, um, play a more important role in their distribution. And that cost a lot of money for the the hotels because you need to pay commission fee for those OTAs how to deal with those OTAs. Um, you definitely want loyal customer. Book your room through your own website rather than OTAs. Um, but, uh, because the OTAs become more and more powerful, um, then how to deal with that? Uh, that's some issue. Um, the hotels need to work on. And in the past, we have air BNB those kind of a share sharing economy to, um, buy the the piece of cake of the the accommodation. Um uh, lots of, uh, debate related to NBNB and also the regulation and the texts and and so on. But for the hotels, um, they also need to focus on the core products. And, uh, if you can differentiate yourself and deliver the good service for your core customers, sometimes you don't need to worry about the other sector, but because, um, the the business environment becomes more and more severe and competitive. Um, today you worry about one thing, and maybe just a few months later, something new come, come aboard. And and, uh, I remember for the taxi driver, uh, let's say a few years ago, they worry about those sharing, uh, vehicles. Now the automatic vehicles come on board. So the technology keep changing the environment. And as a very traditional sector, hotels also need to be competitive and, uh, welcome all the enemies in the business world. Um, the similarities in tech technical, business and manager skills. So our students, if you think, um, you, um, have very good customer service, you understand the consumer behaviour and can do, um, research about, uh, like, let's say marketing and so on. A lot of these things can be transferable not only in hotel but also in many other sector. So, um, it's it's similar, and I think when a I will replace a lot of the jobs, it probably will also create opportunity for hotels to to think about, uh because hotels need to deliver service directly. Uh, a lot of the components are not easy to be replaced by by by robotics. Um, but how to embed a I, um technique in terms of, uh, let's say meeting customer needs, um, and create new function in your hotel property. We, our students, need to think about that. And you need to be the pioneer. Um, in those kind of, uh, uh, thinking and also hotels is, um, delivering, like, room letting activities. Um, they sell the space. If you can't sell the the bed today, it's perishable. It's gone. You have no chance to sell that, um, resell that, uh, different to an apple or some other things you can sell that tomorrow. Therefore, the price management, um, here, like revenue management here, play play a role, and you need to understand what is the, um, the crucial moment that you drop the price or sometimes you can increase the the price and help you to generate more revenue. Um, so the the yield management, uh, comes from Marriott as the first pioneer to to do that? Um, and, uh, I think our students with more data analytic skills, if you can have, um, like, make a good use of, um uh, STR. Let's say reports understand, um, the changes of the occupant occupancy rate, the the the the ref part daily rate, those kind of things. You can understand the trend and apply with the the rev the the pricing. And that's why uh laa my my student, I mentioned, uh, really want to study the revenue manage because it requires a typical skill. And our students, you probably are better than many other front line staff member because in working in a hotel, you always need practical skills to start with. But if you have analytic skills or finance financial, um, um, management skill or even, um, the the understand the law, better you can come across the different department I in the past. I'm not sure in in this co op, but in the past, I have, uh, students studying finance come into this uh, course, uh, try to work in hotels, uh, with, uh, his, uh, financial, um skills. I think that's a That's great, because, um, I'm not sure if I can invite the revenue manage manager from Soho hotel again. But, um uh, the the the revenue, uh, manager from, uh, software last time talk a lot about the importance of analytic skills. The the the finance. Um, knowledge. Um, maybe our students can consider other type of degree or certificate to to combine your skill sets. Um, not only the service soft skills, but also some of the the hard skills in terms of the num dealing with numbers, um, and so on that will create more opportunities for you to work in, um, the hotel sector. Um, so this figure is just trying to share the importance of, uh, accommodation sector in Australia. It definitely offer lots of, uh, jobs for, uh, the the, um, the economy. Um, yes, it has a, um like like if you have disaster or big. Um, um, big negative event happen will destroy the the workplace, then, um, but, uh, it always, uh, relatively labour intensive sector. Uh, so, uh, you can find jobs, and it will become an important indicator for the sector. The tourism sector, the government to to look after this is, um uh the the big uh um uh, shock. Like a shock shock of the, uh, covid. I think everybody understand that, um, tourism and hospitality is a vulnerable sector. So any natural disaster or the the, uh, medical event like this will create challenges because it stops people to move around and stop the mobility. Um, therefore, risk management and disaster management also become important for, um, the, um, hospitality. You need to adapt to the new changes quickly. So some of the hotel will become, uh, quarantine hotels during the covid and to generate revenue and continue the business. Some of the fine dining restaurants, hotel restaurants, they, um, can deliver food during the covid. That's all adaptation of the, um, hotel. Try to keep the business running. It's really hard, but you need to do something. And I, I have one student who is, um um, uh, marketing that they called it the commerce Department. Uh, had, uh, in, um Hilton, I think Hilton in Shandong Province, in China during covid, um, the department and the hotel manager do a lot of live streaming, uh, to to boost the the business. Like, uh, we We have fine dining restaurants, and we we have a lot of a good, uh, function in the hotel, and they live streaming all the, um, products and services to increase the business. And now, after covid, they continue and find it's an important, um, engagement with the customer. And nowadays, with the digital marketing, those managers need to work with, uh, different social media platform, um, to boost or to capture more markets. And that's why week four laticia from Novotel want us to work on something related to social marketing because, uh, it's an important tool. And, um, sometimes it's, uh, um digital, uh, channel for us to recruit consumers. It's a distribution channel as well. Um, and how we can work with social influencer on the platform to sell your hotel products. Not only the beds, but also, let's say, your swimming pool or something else more leisure. Um, um, people call it, uh uh, What's a vacation so different to the vacation? Uh, some of the local residents can also consume, uh, so new idea and, uh, need to keep, um, yourself updated about all the requirements needs, uh, related to the consumers to to help the hotel. Um uh, have more business. Hotels also have a, um a lot of, uh, challenges in terms. Um, uh, I will talk about six challenges. First is about your generation young generation, Um, for the generation Y or Z or whatever. Um, the new term of a generation. People keep changing their behaviour. Um, the old understanding of the luxury this term perhaps doesn't have the same meaning and component for the next generation. So nowadays, um, for example, I have one another course, and then we will have partner, um, this term this semester, looking at the, uh, airport retail company like, um, shops, brands in the past. Maybe before covid or, uh, 56 years ago. People will buy a lot of luxury products in airport. Right. Those, uh, um DFO those, um, duty free shops. But nowadays, people change not only the young generation, they have very tight budget, but there were so many other, um, other type of markets that the generation they don't want to buy. Same thing we previously assumed. They are luxury or high end people have new needs. What are they who like who and what they want, who who want these and what they want And a lot of the questions retailers need to consider. Same as hotel is the kitchen necessary when family driven or family orientated custom become more and more popular? So in some country, for example, my my family in the past, I am the only one child in the family. So a lot of time, even the family trip will be only three. But now, let's say people have more kids. I have two. Then if we go outside for hotel, we usually need a hotel, um, a bedroom to accommodate. Four. So the standard hotel room, sometimes not suitable for a family with two kids or even three kids, then service apartment become popular because they sometimes offer more offering. They have kitchen. They have work washing machine, those kind of thing. So the different type of consumers and their needs and the change of the family um uh, characteristics will change the requirement for the the hotel room design. And sometimes when I my family go for, like, school holiday, we go for travel. It's really hard to find those standard hotel rooms, Let's say in Marriott or in, In in Hilton can accommodate us in one bedroom. Sometimes you need to require two, but very expensive. So, uh, early this month, my family went to Canberra and we realised, Oh, some of the some of the accommodation, uh, close to Canberra have a parliament house. A lot of those attraction Some of the new, um, accommodation were built more suitable for family and a a lot, a lot of them. I found a very, very suitable for family. Um, with kids and I worked in, um, hotel in Canberra because my master degree was, um, uh finished in Canberra and I. I worked in hotel, and I find, um, during that time service apartment very, very popular in Australia, different to my home, home, country, China. And because maybe because of the the family relatively big and some of the hotels they can accommodate, um uh, six people like they have, uh, two storage and have, um, the the all the family function, like the washing machine and a kitchen and so on. So that is suitable for big groups and and when I travel back to my home country last year and find more and more service apartment, uh, were built. And a lot of them are very, very, uh, luxury. Um, and, uh, um, expensive. Um, because the location, because of the services and sometimes they provide a private customer like VIP, um, customer services and and these are all related to the trends people's needs. So hotel is as the person who work in hotel Hotel is need to understand these trends and be very clear about what we can deliver and what can make us the business. Earning money quests. So the company, uh, angel worked, um, with quest is also a service apartment. Previously, they deal deal with a lot of corporate customers. Um, and and again, the the bus, the in CBD Brisbane. A lot of, uh, corporate, uh, hotel. They, um, serve the corporate groups like, uh, the airline crew, like all the, um, cabin crew, those people from airlines. So that's the corporate and the mining sector. So they can serve a lot of people in, um uh, in the mining sector. These are the very important two groups Corporates, the Brisbane CBD hotels, will look after, but a few years ago, the mining sector has crisis and then affect the hotel here and covid. Definitely. The airline has issue that will affect the corporate customer businesses in CBD hotels. Here again, how we can recruit very different sort of corporate customer. Um, with, uh, even with, um uh, Andrew's, uh, hotel, new hotel, Um, quests, um, they also look for new type of groups. They can serve as a service apartment. Maybe that could be one topic our students can work with. And we can invite the owner and, uh, manage. Um oh, they they call the owner and the general manager to come on board to talk about how we can identify new market and, uh, reposition the hotel and serve them. Um, like using the existing assets to serve new customer, um, generation or new market. Also related to, um, the use of technology. Uh, these, uh, kiosks or the the machine? Some people love it. Some hate it. Um, we have next hotel in Brisbane a few years ago, um, was identify one as one of the, uh, pioneer most pioneer hotel using, um, technology. So a few years ago, they use a mobile phone as a key to open. Now it's popular. But during that time, uh, it's very new. Um, and also, they have a lot of new technology to apply in the hotel. But customers or their target market, uh, have very different opinion about the service. So they receive a lot of complaints. Um, and people still want more human contacts. Um, so the next hotel has had a very big challenge when they open. Just open. I didn't monitor what happened now, but a few years ago, when they just opened, we, uh we've had a lot of complaints. So whether people need those technology or sometimes they don't need it, they or they need a flexibility. I need II. I need it. I use it when I want. But, uh, sometimes I need more, uh, human, uh, contacts. Uh, people use social media a lot, and this become very important component for for, um, marketing. Uh, so if some students are really interested in digital marketing, you can consider the Week four topic work on that. The challenge is you have a short period of time to prepare for this. You only have three weeks to work. Work on that. But if you have interest, I think laticia, uh from, uh, Novotel will be very keen to, um, meet with you, uh, work with you on the digital social marketing. Uh, she is a digital digital marketing manager, and she will give us the topic very, very soon. Um, today or tomorrow. So if I receive the topic, particularly for week four, I will share with you guys later. Today we will organise the the groups, and, um, hopefully we can find teams to work on social marketing quicker and FNB in week five. So these two you you guys, uh, if some someone had interest, you probably can, um, form the teams. And, um, we can assign that with you work with you, um, as soon as possible on this, but I think it's it's a very interesting and typical topic related to how we can engage people online. Different sector, um, in, um, in different country, people use different type of, uh um, platforms. Um, so last semester, Novotel, they expressed that they have a very good interest in Indian market because, uh, Australia now provide a lot of, um um uh pay more attention on Indian market. And, uh, one of two. a few of our teams work on the Indian market through through other projects in another course. But maybe, um, they also want to, uh, have a look at some of the social platform, um, in other country. Or if we have two teams work on this, we can have different angle. And, um uh, teams can can work on that differently. Um, so this is the the influence of reviewer. Um, definitely trip, um, TripAdvisor or any type of like a Google. They have a lot of online reviews that will affect people's decision making. Um, so the investors, the managers, um, will look at the online review, uh, as an indicator, whether they want to invest one company. So investors will look at online review, uh, manager for their, um uh the work, uh, assessment. And whether they can get the bonus for this year also related to customer satisfaction. So online review plays an important role not only for for the consumers to choose a hotel, but also for investors and, um, the hotel manager. The job assessment evaluation was important. Um, different hotels have different strategy to deal with online review some ones they will play The tricky thing, Let's say ask, uh, the company to delete some of the really bad review. Um, but a lot of the big hotels, um, probably will have to, uh, deal with these more. Uh um, Strategically, um, but online review tell a lot of stories, and I hope, and I think those are the indicators that our hotel is need to be aware social being. As I mentioned, people have very different view on everybody's social. Um, needs. Sometimes we need our own space. I don't want to talk to a lot of people. I'm busy. Um, but sometimes I also want to talk to friends or visit. Um, some of people will visit me during my stay in the hotel. How to create the space to accommodate different needs that become, um, the, um, the task for the designer. And so this one is the lobby living room. So you can have some space with books and some of the hotels. Um, they have, um the the products. They sell the products. Um, and, uh, uh, like, uh, good for the, um the well being and those kind of thing. Um, some have a library. So this really, depending on what customer you have and you can be more creative. A lot of hotels will have the online loyalty members or club. Uh, and, uh, you can definitely using those membership to, uh, generate a revenue. But how and what services you can provide, how you can engage your loyal customer and the customer usually have multiple loyalty members, right? Sometimes the business, um uh, customer They have, like have, uh, the membership for every big hotel. How to differentiate your loyalty? Uh, membership. Um, that's important for, um, the hotel to consider, um, and unique experience. Hilton pre mentioned about the the beehive. They have beehive on top of the big building, and they use those bee honey, uh, to, um to be used in their restaurant like F and B sector. Um, and, uh, uh, some of the hotels we will create the if it's the boutique hotel will, uh, have some, uh, local destination. Um, um, attraction like you. They they can, uh, share with you of the the, um, itinerary and guide you to some of the places, especially in the tourist attraction, not necessarily the the city corporate hotel, but everyone you If you need to retain the good, good customers, you need to think broadly. That's why sometimes the hotel will tell us they want to work with our young students because you have a lot of good ideas. And if some of them are very interesting, they will apply that, Um and I think that's good with the tight budget. Uh, customers are very smart. They can compare price, they negotiate with you. They even want your design of the room become very smart. And you can separate, um, the, um, the area by yourself. Use the curtain. This is a budget hotel design competition winner. Um, they give you the space you create, and this one is You can, uh, separate the the space by yourself. And, uh, same as this collaborative room. We can separate the room. We can combine the room and based on our needs. Um, so I think a lot of things for our, um, uh, customers to, uh to tell the hotels and the hotels need to be more innovative. So some of the hotel brands, like Marriott in their head of office in, uh, United States. They have, um, the research hub to study, uh, consumer needs and and be more innovative. Uh, and, uh, Hilton has their Hilton University to provide a training and a lot of the, um um the employee development through their, uh, global online, uh, university, The digit the virtual university called Hilton. Uh, university. Um, so I think it's, um So it's keep changing the hotel space, and, uh, it becomes interesting. Is the because Because customers keep changing. Then you If you work in a very good hotel, they need to come up with new idea. You apply. And I think that's, um very, uh um dynamic. Um and, uh, we don't A lot of our young students don't want to work in a 9 to 5 work office like similar. They want to talk to people, work with a creative idea, I think. Then hotel, maybe create that space for you to to play and consider, um, the machines that that that's the technology advisors human contact. So cruise ship has, um, this machine, this is the, uh, chan, uh, Changi Airport in Singapore. Uh, I've taken the, um, photo. Um, but the idea is how we can embed technology better if the sector said customer experience is crucial. They need a very, uh, customised service rather than a robot dealing with them. We need robots, but at the same time, it's just to deliver some of the, uh, food or, um, sometimes, uh, a customer order something you ask a robot to deliver to the hotel room. That's very popular now, But is that the only thing you can do? I think technology definitely will become a topic that our students can work on. Uh, in this course we have me, uh, Novatel, Brisbane. Uh, South bank, Um, has, uh, asked our students work on metaverse topic, and I'm I'm sure some of our students work on that, um, last year, it's not easy. And how to position that very clearly. It's good for consumers. Even consumer may have no idea about metaverse. Um, so it's just a lots of a question and thinking in the space how to deal with, um, the virtual, um, world, Um, this is old. It's many years the, uh, Pokemon go. But there are many new things. The the the automatic, um, reality. Uh, not only the the the, um uh, glasses. But also, many other things can be implemented in the hotel or whether or not that is a good return of investment. Whether those kind of thing can enhance customer experience for a particular segment, we need, like, hotels need to, um, understand more. So these are the, um, automated reality. Um, this is Metaverse. There are many examples. Um, lots of shifts after post covid you can. You can take a look at these slides by yourself later. Um, the recovery, I think recovery say something, but also tell us people keep changing people have different budget, uh, hotels, um, become more and more challenging. So hotel managers need to find the solution. That's why I think we need to keep ourselves. Um uh, think about the the the the new change and work on that. So overall, we just use this property as a context to understand people's needs to be more creative, to have some critical thinking, uh, try to solve the problem for the hotel is, um we deal with the relationships among three stakeholders. That's the core. This is the latest slide. Later, uh, two slides is the crucial big picture for us to work on. We call the hotel operations, um, model. So we deal with the relationship among organisation. Uh, could be the owner. Could be the corporate office. Um, who own the property? Um, Or they they manage as a management company. Like, um, a call me. They are management company. They manage the hotel, they recruit a lot of the employees. Um, um, sometimes, uh, the country like Australia or, um uh, a lot of other global city. They they have multiculture multireligious, um, employees. Then how to deal with the employees conflicts. Cultural background is a big issue. And the labour issue, uh, and so on. So employees have a lot of things need to be solved. And and the guests. So you need to manage, uh, and take care of employees. They look after guests and then pay money and you run the business. So these are the core stakeholders. Um, and there are seven major responsibilities. A hotel manager, general manager need to look after. So among those three stakehol...
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